In fintech, speed isn’t just an advantage – it’s essential. High-frequency trading (HFT) systems execute trades in microseconds, with some achieving latencies as low as 126 microseconds. In this high-stakes world, one missed alert can erode trust instantly.
Communication is not a luxury – it’s infrastructure. With 65% of users willing to abandon a digital bank after just one bad experience, real-time, seamless communication is critical.
TL;DR: The right communication stack isn’t just helpful; it’s mission-critical.
Communication Tools for Fintech
In a sector where speed, trust, and compliance converge, the underlying communication infrastructure can make or break user experience. Let’s take a closer look at what’s really powering today’s most agile and scalable fintech ecosystems: 8×8 CPaaS, enabling secure, real-time engagement at scale.
SMS is your front line – delivering real-time alerts, 2FA codes, account notifications, and fraud warnings with pinpoint accuracy. It’s fast, global, and hard to ignore.
Messaging Apps like WhatsApp, Viber, and others allow you to meet customers where they already are. No need to fight for attention in a crowded inbox when you can drop a verified message right into their daily conversations.
Video solutions like Video Interaction ramps up the human touch. Personalized consultations via secure video links build trust, close deals, and help explain complex financial products better than any email ever could.
Descope, a CIAM platform, steps in to simplify and secure the login experience. It offers seamless, passwordless access and flexible MFA flows, reducing login friction and enhancing security.
JaaS (Jitsi as a Service) is the hidden gem: deploy secure, branded video conferencing into your platform for virtual onboarding, KYC processes, or real-time problem-solving – all inside your app.
Voice rounds out the stack, enabling powerful IVRs, payment bots, and secure customer conversations with number masking to ensure privacy.
This isn’t about cherry-picking tools – it’s about building a bulletproof communication framework that can adapt as fast as your fintech ambitions grow.
4 High-Impact Use Cases Driving Fintech Growth
When communication becomes a core competency, every part of your fintech operation levels up. Let’s break down the four battlegrounds where smart, fast, secure communication turns fintech potential into market dominance.
Customer Support: Stop Churn Before It Starts
In the fintech sector, customer retention is paramount. 96% of customers acknowledge that customer service significantly influences their loyalty to a brand. Therefore, implementing proactive and intelligent support systems is not merely beneficial – it is essential for sustaining customer loyalty.
Real-time video calls give customers a face to connect with, turning frustration into trust during high-stakes moments. Whether it’s resolving a failed transaction or explaining loan terms, Video Interaction bridges the gap.
Self-service IVR voice menus enable 24/7 support – not just access, but actual resolution. Combine that with chatbots and messaging integrations, and you’ve got a support system that never sleeps.
The goal? Kill churn before it gets started by making support feel instant, human, and actually helpful.
Operations & Logistics: Automate Without Losing Control
Fintech operations often operate with limited margins, making scalable and efficient processes critical. However, without proper oversight, automation can lead to inefficiencies. Approximately 70% of digital transformation initiatives fail to achieve their intended goals, often due to a lack of visibility and oversight in automated workflows.
With SMS and messaging apps, you can push real-time updates – from payment confirmations and security alerts to compliance pings and system outages. It’s instant control in a world that can’t afford delays.
Deploy voice bots specifically for payment collections – enabling automated, compliant, and scalable outreach to customers with due payments. These bots have built-in number masking and provide clear audit trails, enhancing conversion rates while streamlining processes.
Centralized communication doesn’t just make your ops smarter – it gives you command and control without adding headcount.
Fraud & Authentication: Keep the Bad Actors Out
This is the front line – where fintech faces real threats. Fraud attacks have surged by 159% year-over-year, and fraudsters are becoming more sophisticated and aggressive, necessitating proactive and robust defense mechanisms.
To protect sensitive financial transactions, 2FA via SMS and voice ensures that only verified users can access accounts, reducing the risk of unauthorized access. Building on this, Descope provides a seamless yet powerful layer of security with passwordless login, adaptive multi-factor authentication (MFA), and session-aware protection. With the addition of 8×8’s Omni Shield, financial institutions can further safeguard digital interactions by detecting fraud in real time, mitigating account takeover attempts, and securing every step of the customer journey – without compromising user experience.
Security isn’t just a backend feature. In fintech, it is the customer experience – and when done right, it builds the kind of trust that scales.
Marketing & Communications: Engage Smarter, Not Harder
Marketing in fintech is no longer about throwing messages at a wall and hoping something sticks. Today’s users expect relevance, timing, and security – all at once. That’s why traditional outreach tactics fall flat while omnichannel communication wins big.
Messaging apps are where your customers live, and they’ve evolved from simple chat tools into powerful conversion channels. With 8×8 Connect – an omnichannel campaign management platform – marketers can automate personalized outreach across SMS and messaging apps. Use behavioral triggers to send reminders or offers, and track performance through built-in analytics.
Smart fintech marketers aren’t louder – they’re sharper. They communicate like they know the customer – because with the right tools, they do.
Why Top Fintech Leaders Are Doubling Down on Communication Tools
The smartest fintech leaders aren’t just tweaking comms at the margins – they’re reengineering it from the ground up. Why? Because communication isn’t just a support function anymore – it’s strategic infrastructure.
CTOs: Build a Scalable, Secure Communication Infrastructure
CTOs must ensure every communication touchpoint – from alerts to customer service – is delivered with minimal latency and maximum compliance. 8×8 CPaaS offers enterprise-grade APIs and infrastructure that scale across regions while supporting regulatory requirements.
CIOs: Automate Compliance and Authentication at Scale
The CIO’s battlefield is automation. From GDPR to PSD2 to the latest anti-fraud mandates, the list of rules is long – and getting longer.
Solutions like Descope and 8×8’s Verification API lay the foundation early. Together, they simplify login flows while ensuring security, compliance, and adaptability from the start.
Marketing Heads: Drive Customer Engagement with Omnichannel Strategies
Let’s not overlook the growth architects. Fintech marketing leaders are crafting engagement strategies that are personal, real-time, and context-aware – and communication tools are foundational to that success.
With omnichannel communication, marketers can deliver tailored promotions, onboarding nudges, or loan reminders beyond just email.
From Challenge to Triumph: Customer Wins
Nothing sells like proof. Let’s talk about two fintech players who put 8×8 to work and came out swinging.
Coda Payments: Scaling Global Reach with Reliable Messaging
Challenge: Needed a messaging system that could scale globally, support high-volume customer engagement, and deliver real-time alerts without fail.
Solution: Integrated 8×8’s SMS API to streamline workflows, automate updates, and increase message deliverability.
Outcome: Now delivers secure alerts across 30+ countries, enhancing trust, reducing support tickets, and accelerating global expansion.
Tonik Bank: Empowering Financial Inclusion in the Philippines
Challenge: Needed to earn trust in a mobile-first, unbanked market in the Philippines.
Solution: Used 8×8’s SMS API to send secure, timely OTPs, onboarding updates, and promotional messages that reached users quickly and clearly.
Outcome: Delivered 170,000 messages in 30 minutes with a 95% success rate, building credibility and reach.
Conclusion: Stay Sharp, Stay Secure – Future-Proof Your Communication Game
Fintech isn’t slowing down – and neither are the threats, the customer expectations, or the regulatory hurdles. But here’s the truth: platforms that treat communication like a priority – not an afterthought – are the ones that win.
With 8×8, you get the infrastructure, the security, and the scale to turn communication into your sharpest competitive edge. Whether you’re preventing fraud, onboarding users, or scaling into new markets, the right tools make it seamless, secure, and smart.
Want to future-proof your fintech stack? Start with communication – and start with 8×8. Contact us for more details, or check out 8×8 solutions for FinTech to find out more.
